Genesys Contact Center

Overview

On Site
$40 - $42 hr
Contract - W2
Contract - Independent

Skills

GENESYS CLOUD ARCHITECT
GENESYS SOLUTIONS ARCHITECT
GENESYS INTEGRATION SPECIALIST
CONTACT CENTER SOLUTION ARCHITECT
IVR ARCHITECT
TELECOM SYSTEMS ARCHITECT
VOICE SYSTEMS ARCHITECT

Job Details

We are currently hiring for an exciting opportunity with our client for the role of Genesys Cloud Architecture. This is an on-site position located in Raritan, New Jersey . I'd like you to please go through the job description for your reference.

Title: Genesys Cloud Architecture
Location: Raritan, New Jersey (Onsite - Monday to Friday)
Duration: Contract ( 6+ months contract and possibility for extension)
Pay Rate: $40/hr on W2, All Inclusive Danta Technologies OR $50/hr on C2C - Corporation to Corporation

Summary:
The client is looking for a highly experienced Genesys Cloud Architect or Engineer who can design, develop, deploy, and support a complex Contact Center solution.

Roles & Responsibilities:

  1. Provide advanced troubleshooting for applications and systems, determining cause and effect.
  2. Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
  3. Understand and apply advanced system/application administration, management and performance tuning techniques.
  4. Assist with day-to-day operation support, performance tuning, disaster recovery
  5. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
  6. Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
  7. Develops job aides and other tools to assist engineers in improving overall quality of service
  8. Evaluate hardware and software requirements and be able to justify purchase decisions.
  9. Other duties as assigned by Management.
  10. Design, Develop and Deploy Contact Center Solution.
  11. Develop IVR call flow
  12. Troubleshooting call flow issues, logs, and error reporting.
  13. Configure contact routing, IVR (Interactive Voice Response), scripting, and other system components.
  14. Gather and document business requirements from stakeholders across operations, IT, customer experience, and strategy teams.

Skills required:

  • Understanding of SIP Protocols, Genesys Framework and Architecture
  • Good Knowledge of SIP protocol.
  • Hands on experience on multimedia setup (chat & email) environment
  • Hands On experience on Genesys Architect, Genesys Dialogflow engine
  • Hands On experience of integrating with Appfoundry applications as well as connectors Salesforce, Microsoft Dynamics, ServiceNow
  • Should have experience of troubleshooting Genesys Cloud interactions
  • Should have installation experience of Genesys Edge Device
  • Should have experience of integrating Cloud telecom provider integration
  • Should have experience of configuring other UCC platforms such as 8X8, Microsoft teams, Zoom etc.
  • Working Knowledge of Genesys cloud modules such as WEM, Speech Analytics, Chatbot engine etc.
  • Strong knowledge on designing and developing Genesys Routing Strategies and IVRs
  • Good knowledge in Database such as SQL, Oracle, MySQL etc
  • Should have experience of integrating with SSO, Active directory tools
  • Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.
  • Strong exposure on CTI development, Agent Softphone, Genesys API / SDK
  • Integration of Genesys solution with CRM Agent desktops.
  • Should have knowledge on JAVA/.Net technology.
  • Good ITIL Knowledge - Incident, Configuration Management
  • Proficiency in Contact Center Technology
  • Proficiency in IVR Call flow design and development
  • Proficiency in languages like Java Script, Python
  • Proficiency in IVR-specific scripting tools or languages such as VoiceXML
  • Experience with IVR platforms such as Genesys Cloud and Amazon Connect
  • Good understanding of Databas
  • Strong understanding of contact center technologies, including IVR, ACD, QM, WFM, and call routing.
  • Proficiency in RESTful or SOAP APIs to enable interactions between IVR and other systems
  • Good customer communication

Certification requirements:

  1. Google Cloud Platform (Mandatory)
  2. ITIL Foundation (Preferred)

Soft Skills requirements:

  1. Excellent communication and conversation skills (Verbal and Written)
  2. Good documentation skills
  3. Good working knowledge of MS OFFICE (Including MS Project and Visio)
Years of Experience : 8+ Years in Genesys Contact Center

Education requirements: Any Graduate/A bachelor's degree in IT or a related field is preferred


Notes:- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.